Monica Ross

Review of Hotel Derek Destination Hotels...

Don't get me wrong this is a beautiful hotel. I st...

Don't get me wrong this is a beautiful hotel. I stayed here for a conference with Total Life Changes and we had blast. What made me drop my rating was my husband and I checked in Friday 3/3/17 at 5pm and was told that we can not go to our room because it was not ready, First thumbs down. Unacceptable if check in time is 4pm, I come at 5pm, and room still not ready that's a bad way to start off. Next I go back to gentleman who checked us in 30-40 min later to see if the room is ready he looks at me like he had no clue what I was talking about and gives me the 1 minute signal and says nothing else. Now I'm annoyed. We take our chances and head up to the room to see what is going on. We get up to the 15th floor, walk to our room and now our room keys aren't even active. So now I'm really annoyed because we need to get dressed and we are crunched for time. So I go back downstairs to get my keys activated and front desk staff acted like I was bothering them. While our stay the only thing we had out of our fridge was a sprite and bottle of sweet tea and also the bottle of water on the desk on Friday night. We were gone most of day Saturday, on Sunday when we were packing and making sure everything was ok I checked the fridge and a tonic water and a bottle of water was missing. So we're puzzled and we know we didn't drink em. Anywho we checked out Sunday and now I wake up multiple charges on the card I reserved my room with and the card I paid for my room with even though they held $100 for incidentals. So my review is not to take away the beauty of the hotel but the staff is not welcoming and have poor customer service. I feel like I needed to do a walk through with room service to account for what we did drink or from I had to stay at this hotel not at my expense not to touch anything in there not even the toiletries next to the bathroom sink. So all in all customer service makes my experience bad at this hotel, and for the rate of rooms customer service should be exceptional. Oh and there is no disable parking, my husband is disabled veteran with a busted knee, and we could of only gotten disabled parking according to the front desk was we would have to use the valet service.

Update: 03/07/17
I have been calling the Hotel all day since 7:15 this morning about the additional charges to my card that was only used to reserve my room. I have spoken with multiple people that say that the only card they have on file is the card I used to pay for my stay. I advised them numerous time that my bank statement is showing 2 separate charges from the hotel. All I keep getting is that there is not another card listed and they will have accounting call me. I have called accounting and had to leave a voicemail, it is now 4:30pm and I still have not received a call from accounting or anyone to check in on my concern. I can definitely say that this hotel does not care about customer satisfaction. Their customers are not their main concern. this so sad for such a beautiful hotel.